BT to create 1,000 new permanent customer service jobs as bosses work to boost customer satisfaction

BT Centre in Newgate Street, London. Image credit: VismediaBT’s consumer division is to create more than 1,000 permanent customer service and support roles as part of its efforts to improve service levels.

Despite investing heavily in its product range, including TV and mobile offerings, in order to boost retention rates and sales, the firm is often among the worst performers in Ofcom’s complaints leagues.

Bosses have identified reversing this as a priority and recently announced BT would be returning to the high street to make it easier for customers to access help and advice when needed.

The new jobs will be based across the UK and Ireland and help deliver on a commitment for all calls to be answered in the UK and Ireland by the end of 2020.

BT says the posts are in addition to the 1,100 roles created over the last year and mark a shift away from the use of contract roles.

All customer advisors currently on contract roles will be offered a permanent position.

Marc Allera, CEO of BT’s Consumer business, said: “We’re continuing to invest across the UK to give our customers the best connections, service, and experiences.

“These new roles will provide better job security, and will mean our people can focus on putting our customers first and offer the best help and support, whether on the phone or online.”